1. Purpose

This procedure explains how customers can raise a complaint about our installations, or services. We are committed to resolving complaints fairly, quickly, and transparently.

2. How to Make a Complaint

Customers can submit a complaint through the following methods:

• Email: info@cheshiresolarservices.co.uk
• Phone: 01565 859689
• Website contact form: www.cheshiresolarservices.co.uk
• Post: Cheshire Solar Services LTD, Parkview, Mobberley Road, Knutsford, Cheshire, WA16 8HY

When submitting a complaint, please include:

• Your full name and contact details:
• Installation address
• Date of installation or service
• Description of the issue
• Any relevant documents or photos

3. Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 2 working days of receiving it.

4. Investigation Process

Once the complaint is received:

• A member of our team will review the issue.
• If required, a technical assessment or site inspection may be arranged.
• We may request additional information to help resolve the complaint.

5. Resolution Timeframe

We aim to provide a full response or resolution within 10–14 working days. If the issue requires more time, we will keep you informed of the progress.

6. Possible Outcomes

Depending on the situation, the resolution may include:

• Technical support or system adjustment
• Repair or replacement of faulty components
• Additional installation work if required
• Explanation of system performance
• Partial or full refund where appropriate

7. Escalation

If you are not satisfied with our response, you may request that your complaint be escalated to senior management for further review.

8. External Resolution

If a resolution cannot be reached, customers may have the option to refer the complaint to an independent dispute resolution service or relevant industry body.

9. Continuous Improvement

All complaints are recorded and reviewed to help us improve our services and prevent future issues.